Client Experience Manager

First Focus

Client Experience Manager at First Focus enhancing customer experience through insights and operational data. Leading initiatives to ensure a Super-Green customer experience across delivery teams.

Posted 7/8/2026full-timeMascot • 🇦🇺 AustraliaMid-LevelSenior💰 A$160,000 per yearWebsite

About the role

Key responsibilities & impact

Be the voice of the customer, ensuring feedback and insights are turned into practical improvements across the business.
Map the customer journey, identify where customers experience unnecessary effort or frustration, and improve those interactions.
Drive customer experience initiatives by partnering with delivery teams to improve products, processes and service delivery.
Champion a customer-first culture by influencing leaders and teams to consider customer impact in everyday decisions, anchored in our Super-Green standard of easy, fast, consistent and informed.
Develop customer experience capability by delivering training, coaching and practical guidance that helps delivery teams create better customer outcomes.
Provide customer experience insights and reporting, identifying trends, measuring outcomes and recommending priorities for improvement.

Requirements

What you’ll need

5+ years’ experience in customer experience, customer success, CSAT / VoC programs, or a related customer advocacy role.
Familiarity with the IT industry, prior experience working with or for an MSP is a plus.
A track record of influencing outcomes across delivery teams without formal authority. You know how to build buy-in from frontline teams through to leadership.
Hands-on experience with customer journey mapping and identifying moments of truth in the customer lifecycle.
Comfort turning qualitative and quantitative customer feedback into a clear, prioritised action plan.
Experience helping operational or technical teams improve the customer experience through coaching, training or practical guidance.
Strong communication skills. Able to translate customer pain points into language that resonates across delivery teams and executives.
A builder’s mindset. This role is still taking shape, and we want someone who will bring their own point of view on how to run it, not just execute a fixed playbook.

Benefits

Comp & perks

Competitive salary package including up to **$160,000 + super + other benefits**.
Flexible hybrid working for work-life balance.
Free access to Uprise, with 1:1 coaching from qualified psychologists or counsellors.
Our **Never Stop Growing** commitment, including 10 paid study days per year, exam fees paid, and pay rises for certifications (conditions apply).
Internal training opportunities and a learning library.
FastTrack mentoring.
MAD, our Making A Difference Council for equality, charity and environment.
Tesla company car option (conditions apply).
Regular social events and a great team culture.

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Hard Skills & Tools

Customer Journey MappingCSAT ProgramsVoC ProgramsData AnalysisAction Plan Development

Soft Skills

Strong Communication SkillsInfluencing SkillsBuilder's Mindset